A newly licensed nurse reports being publicly criticized by a more experienced nurse during a shift, which makes the new nurse feel devalued and anxious. Based on evidence-based strategies for addressing incivility, what is the best immediate action the nurse educator should recommend to the newly licensed nurse?

Rationale:

A. Transporting a client who experienced a stroke 72 hr ago to the radiology department is incorrect because this is a non-invasive, low-risk task that can be safely delegated to an AP. The AP can assist with mobility and ensure the client’s safety during transport under supervision or according to facility policy.

B. Removing and cleaning the cannula of a client who has a new tracheostomy is correct because this is a complex, sterile procedure that requires nursing knowledge, assessment, and clinical judgment. Improper care can lead to airway compromise, infection, or other serious complications. Only a licensed nurse (RN or LPN, depending on state regulations and policy) should perform tracheostomy care for a newly established airway.

C. Performing oral hygiene for a client who is 1 day postoperative following an amputation of the right arm is incorrect because oral hygiene is a basic care activity that can safely be delegated to APs. It does not require professional judgment or assessment beyond routine observation for oral health issues.

D. Providing a back rub to a client who has right-sided paralysis is incorrect because this is a comfort measure and basic care activity within the AP’s scope. It does not require specialized nursing skills or judgment.

Rationale:

A. Smoothing focuses on minimizing visible conflict by emphasizing shared goals, but it fails to address the root cause of disagreements. This can lead to unresolved tensions, repeated conflicts, and ongoing negative impacts on team morale and patient care.

B. Proactively recognizing early signs of conflict allows the nurse manager to intervene before issues escalate, preventing disruptions in workflow, teamwork, and patient safety. Early intervention also demonstrates leadership and supports a positive work environment.

C. Training equips staff with practical skills to manage disagreements constructively, including assertiveness, negotiation, and problem-solving. Staff who are trained are more likely to resolve conflicts independently and professionally, reducing recurrence and fostering collaboration.

D. Open communication sessions allow staff to voice concerns in a safe, structured environment, promoting transparency, mutual understanding, and trust. This encourages shared problem-solving and reduces resentment or misunderstandings that can lead to repeated conflicts.

E. Avoidance may temporarily reduce tension but typically allows conflicts to fester, which can escalate into more serious issues affecting team cohesion and patient care.

F. Blaming staff for conflict creates resentment, reduces morale, and erodes trust, which is counterproductive to a healthy team dynamic. It may also discourage open communication and reporting of legitimate concerns.

G. Collaborative negotiation focuses on finding solutions that satisfy all parties, fostering cooperation and a sense of shared responsibility. This approach strengthens team cohesion, morale, and overall unit function, while improving outcomes for both staff and patients.